Team Leader, Operations

Concentrix; Gurugram District; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Concentrix in Gurugram, India, is looking for an experienced team supervisor to oversee a group of call center associates daily, monitor attendance, and drive performance against KPIs.

The role emphasizes coaching, performance improvement plans, and timely communication of expectations, while ensuring adherence to policies and company values. You will lead team meetings, manage workload, and escalate issues as needed to maintain service levels.

Qualifications

• Associate's degree in related field with 2-4 years of relevant experience preferred.
• Strong communication skills and ability to coach and mentor a team.
• Ability to lead in multitasking, prioritization, and meeting deadlines.

Responsibilities

• Supervise day-to-day activities of call center associates, including attendance monitoring.
• Coach direct reports on performance to meet weekly metrics.
• Identify performance issues and develop action plans, including corrective action.
• Ensure service meets KPIs and communicate expectations to employees.
• Conduct team meetings and organize team activities.
• Stay current on internal work processes, policies and procedures; attend required manager development training.
• Promote Concentrix values through behavior and advocacy for team members.

Skills

Communication skills

Team leadership

Coaching/mentoring

Prioritization & multitasking

Mentoring

Education

Associate's degree in related field

Job description

Essential Functions/Core ResponsibilitiesResponsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirementsEffectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weeklyIdentify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employmentEnsure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectationsCommunicate expectations to employees and provide timely updatesProvide subject matter expertise in handling escalated customer calls as neededConduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activitiesStay current on internal work processes, policies and procedures. Attend required manager development trainingPromote the Concentrix values through both behavior and attitude, including being an advocate for team membersCandidate ProfileAssociate's degree in related field with two to four years of relevant experience preferredHighly motivated individual with skills to develop and coach team members to achieve performance expectationsWork well under pressure and follow through on items to completionStrong communication skills, both written and verbalAbility to lead team in multi-tasking, prioritization, and meeting timelines on deliverableAbility to mentor, coach and provide direction to a team of employeesWillingness to work a flexible scheduleCareer Level DescriptionReceives assignments in tasks oriented terms and supervises subordinates to set priorities and complete assignments. Coordinates and supervises the daily activities of business or technical support or production team members. In charge of handling single and medium-sized line of business. Decisions are guided by policies, procedures and business plan; receives guidance and oversight from manager. Drives direct reports to achieve set metrics and business goals thru coaching, mentoring and providing regular feedback. Typically does not spend more than 20% of time performing the work supervised. Handles escalated issues. Supervises non-exempt employees who generally perform either a single task or multiple, but closely related tasks.DisclaimerThe above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.